Fresh Jobs at Telesure Investment Holdings (TIH)

Job Purpose

• Inbound or outbound policy sales, based on leads and campaigns. Initiate the customer relationship and meet various KPIs. Connect with the customer, conduct needs analysis and propose customer solutions. Needs a solid knowledge of products, their characteristics, and market as well as focus on growth of  the brand.

Responsibilities

• Customer Relationships Development
• Make calls by telephone to allocated customers to develop new relationships or as a first point of contact.
• Customer Needs Clarification
• Interview the customer, following a complex multi-level sales script, to clarify the customer's requirements. Or assist in conducting interviews with potential customers to collect client requirements making detailed notes. 
• Set clear objectives for each sales call; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.
• Sell Customer Propositions
• Identify the products or services that best meet the customer's stated needs, explain the selection to the customer, and invite the customer to make a purchase at the standard price/terms and conditions of sale. Use personal expertise to propose quantities within standard operating systems, policies and procedures. Explain the selection to the customer, influence the customer to make a purchase with the best benefits and solutions to meet customer needs.
• Operational Compliance
• Develop working knowledge of the organisation's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.
• Customer Relationship Management (CRM) Data
• Schedule call back and enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organisation has quality data to enable effective customer retention and business development activities.
• Performance Management
• Prioritise own workflow and ensure work is completed to the required standards of productivity, quality, and timeliness; use performance management systems to improve personal performance to meet SLA.
• Personal Capability Building
• Keep abreast with current changes in internal policies and procedures, external regulations which is facilitated by the online training system and tracked by a formal assessment.
• Sales Opportunities Creation
• Identify potential customers by obtaining information, referrals, and recommendations from existing customers.

Education

• Matric /Grade 12/ SAQA Accredited Equivalent/ FAIS and Regulatory Exam 5 qualification (Essential)

Experience

• 2-3 year telephonic sales experience (Essential); Experience in Financial Services Industry (Advantageous).

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Job Purpose

• Inbound or outbound policy sales, based on leads and campaigns. Initiate the customer relationship and meet various KPIs. Connect with the customer, conduct needs analysis and propose customer solutions. Needs a solid knowledge of products, their characteristics, and market as well as focus on growth of  the brand.

Responsibilities

• Customer Relationships Development
• Make calls by telephone to allocated customers to develop new relationships or as a first point of contact.
• Customer Needs Clarification
• Interview the customer, following a complex multi-level sales script, to clarify the customer's requirements. Or assist in conducting interviews with potential customers to collect client requirements making detailed notes. 
• Set clear objectives for each sales call; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.
• Sell Customer Propositions
• Identify the products or services that best meet the customer's stated needs, explain the selection to the customer, and invite the customer to make a purchase at the standard price/terms and conditions of sale. Use personal expertise to propose quantities within standard operating systems, policies and procedures. Explain the selection to the customer, influence the customer to make a purchase with the best benefits and solutions to meet customer needs.
• Operational Compliance
• Develop working knowledge of the organisation's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.
• Customer Relationship Management (CRM) Data
• Schedule call back and enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organisation has quality data to enable effective customer retention and business development activities.
• Performance Management
• Prioritise own workflow and ensure work is completed to the required standards of productivity, quality, and timeliness; use performance management systems to improve personal performance to meet SLA.
• Personal Capability Building
• Keep abreast with current changes in internal policies and procedures, external regulations which is facilitated by the online training system and tracked by a formal assessment.
• Sales Opportunities Creation
• Identify potential customers by obtaining information, referrals, and recommendations from existing customers.

Education

• Grade 12/ SAQA Accredited Equivalent (Essential); FAIS and RE5 qualification (Essential); Class of Business – product knowledge (Essential)

Experience

• 2-3 year telephonic sales experience (Essential); Experience in Financial Services Industry (Advantageous).

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Job Purpose

• To ensure individual contributors are performing against targets, while reviewing their performance and coaching them to do so to assist in achieving the required operational results.

Responsibilities

• Operations Management
• Supervise a team/teams within the Contact Centre to drive outcomes needed to be effective and efficient.
• Organisational Capability Building
• Use the organisation's formal development framework to identify the team's individual development needs. Plan and implement actions to build their capabilities. Provide training or coaching to others in own area of expertise to enable others to improve performance and fulfill personal potential.
• Customer Relationship Management (CRM) Data
• Enter customer information that has been gathered through research and/or through direct customer contact into the customer relationship management system, to ensure that the organisation has quality data to enable effective customer retention and business development activities. 
• Ensure that direct reports maintain up-to-date customer relationship management data, identifying and resolving issues.
• Leadership and Direction
• Explain the local action plan to support team members in their understanding of what needs to be done and and how this relates to the broader business plan and the organisation's strategy, mission and vision; motivate people to achieve local business goals.
• Performance Management
• Respond to personal objectives and use performance management systems to improve personal performance. Monitor the performance of the team; take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal.
• Customer Service
• Act as first-line supervisor of a team providing operational support, and play a key role in helping to achieve targets in areas such as productivity or turnaround times. 
• Ensure effective customer relationships and maintain customer satisfaction at all times.
• Customer Management
• Help manage customer relationships by using relevant systems.
• Insights and Reporting
• Collect and interpret relevant data and transform the data collected into meaningful and easy to read reports.
• Improvement / Innovation
• Identify shortcomings in existing processes, systems and procedures, and use established change management programs to address them.
• Operational Compliance
• Identify, within the team, instances of non-compliance with the organisation's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these and escalating issues as appropriate.
• Correspondence
• Respond to requests and escalated requests using
• telephonic conversation or emails (internal and external
• stakeholders).
• Personal Capability Building
• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Education

• Matric / Grade 12 or SAQA Accredited Equivalent (Essential); RE 5 (Advantageous) STI Qualification (Advantageous); FAIS recognised qualification (Advantageous); Class of Business Certification (Advantageous)

Experience

• 5 or more years customer service and contract management experience (Essential). 5 or more years people management experience in a service delivery environment (Essential)

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Job Purpose

• Manage the optimal use of contacts data for all TIH campaigns (sales, collection, retention, service, admin). Track, influence, provide solutions and escalate any factors that might affect performance. Provide input to the rules determining contact data use and monitor controls and measure adherence to those rules.

Responsibilities

• Campaign Strategy
• Accountability for campaign execution and optimisation strategies in order to drive yearly and monthly business objectives.
• Stakeholder Engagement
• Develop stakeholder engagement through identifying stakeholders, finding out their needs/issues/concerns and reacting to these to support the communication of business information and decisions.
• Leadership and Direction
• Communicate the actions needed to implement the function's strategy and business plan within the team; explain the relationship to the broader organisation's mission, vision and values; motivate people to commit to these and to doing extraordinary things to achieve local business goals.
• Operations Management
• Support the overall organisational strategy by developing and delivering campaign plans and outcomes for a large portion of the business.
• Identify the best practice methodologies and frameworks that will deliver efficient Campaign Management Operations Functions including but not limited to: datanet management, contact management, VDN management, CMS management, agent management, sms distribution, data management.
• Project Management
• Plan and manage the delivery of Campaign Management projects within an area of professional expertise, using an appropriate project management methodology to give assurance that intended outcomes are achieved.
• Campaign Governance
• Manage campaign governance rules within the organisation's wider decision-making structures and processes.
• Data Collection & Analysis
• Conduct research using primary data sources and select information needed for the analysis of key themes and trends.
• Collect Campaign specific data to report on daily, weekly, monthly results for required insights.
• Performance Management
• Respond to personal objectives and use performance management systems to improve personal performance.  Monitor the performance of the team; allocate work and review completion, take appropriate corrective action to ensure timeliness and quality; contribute to formal individual performance management and appraisal.
• Organisational Capability Building
• Use the organisation's formal development framework to identify the team's individual development needs. Plan and implement actions to build their professional capabilities. Provide informal training or coaching to others throughout the organisation in own area of expertise to enable others to improve performance and fulfill personal potential.
• Personal Capability Building
• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an in-depth understanding of campaign management, technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Education

• Relevant Degree/Diploma (Essential)

Experience

• 3 or more years experience in Campaign Management (Essential);
• Knowledge of Diallers (Essential); Knowledge of Operations and Marketing (Advantageous);
• Short Term and Long Term Industry experience (Advantageous);
• Experience in dealing with multiple stakeholders (Advantageous).
• 3 or more years experience in planning and managing resources to deliver predetermined objectives as specified by more senior managers (Essential)

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Job Purpose

• Achieve sales through effective contact management whilst maintaining high quality standards and ensuring long term relationships with customers.

Responsibilities

• Customer Relationships Development
• Connect and make calls (by telephone or in person) to allocated customers to develop new relationships, develop rapport and ensure positive customer experiences at all times.
• Customer Management (External)
• Effectively manage inbound and outbound contacts from start to finish with customers, regardless of the data distribution channel. Help manage clients by carrying out standard activities. Deliver efficient customer service levels through effective call management. Deliver the TIH Service Way through personal effort and through others.
• Customer Needs Clarification
• Understand the customers’ unique profile, identifying a relevant course of action based on customer needs and undertake an appropriate course of action ensuring customer satisfaction. Ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.
• Sell Customer Propositions
• Identify the products or services that best meet the customer's stated needs, explain the selection to the customer, and invite the customer to make a purchase at the standard price/terms and conditions of sale.
• Performance Management
• Prioritise own workflow and achieve operational requirements and service delivery through effective time and attendance management. Contribute to the achievement of organisational objectives through understanding and delivering the required individual targets (e.g. achieving talk time targets, sales and lead targets etc).
• Customer Relationship Management (CRM) Data
• Schedule follow-up actions and enter relevant information into the customer relationship management system after each contact with a customer to create a call plan and to ensure that the organisation has quality data to enable effective customer retention and business development activities.
• Operational Compliance
• Develop working knowledge of the organisation's policies and procedures and of regulatory codes and codes of conduct relevant to own work, adhering to mandatory procedures to ensure own work is undertaken to the required standards.
• Personal Capability Building
• Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of products and relevant technology, external regulation, and industry best practices through ongoing education.

Education

• Matric/SAQA Equivalent (Essential); Relevant ITIL certification and / or accreditation (Essential)

Experience

• 1 to 2 years inbound, outbound and cold-calling sales experience, preferably in the financial services industry (Essential);
• 1 to 2 years contact centre experience (Essential);
• Knowledge of Short term or Long Term Insurance industry (Essential).